How to Create Tickets in HubSpot

Looking for a better way to keep track of customer support, requests, or projects? 

The HubSpot tickets tool is a versatile tool that can help you. 

The tickets tool works similarly to the HubSpot deal pipeline. If the deal pipeline is for the sales process, think of the tickets pipeline as a way to track any post-sale issues. 

While its primary use is for customer support, it can be modified to make it work for a variety of situations. Keep reading to learn more about tickets, when to use them, and how to create them in your HubSpot account. 

What are Tickets in HubSpot? 

HubSpot tickets are a way you can organize and keep track of customer questions and support requests. It provides a way to easily locate them, see where each ticket is in the pipeline, and report metrics. 

When to Use

You can use tickets in HubSpot for customer support questions or customer requests. The most common use is to take in customer support questions, but you can use it for a wide variety of uses. 

For example, at Hivehouse, we use the tickets tool to organize website updates for our Hivehouse Care web hosting clients. 

Some other ideas include: 

• Project requests  
• Requests for collateral from marketing 
• Sprint organization 
• Job hiring 
• Customer or employee onboarding  

How to Manually Create a Ticket in HubSpot 

You have two options to manually create tickets in HubSpot. First, we’ll go over creating tickets from the ticket index page. 

1. 1. Navigate to CRM, then Tickets 
   2. Click the orange Create Ticket button in the upper right corner 
   3. Fill out the required information, like ticket name, pipeline, and status 
      • TIP: To customize the fields you see on the ticket form, click “edit this form” in the upper right corner of the form to modify
   4. Before saving the ticket, make sure to associate the ticket with a contact and/or company
   5. When you are done, click Create or Create and add another to save

Additionally, you can create tickets on a contact or company record and looking for the Tickets section in the right sidebar. 

1. Navigate to the contact or company record 
2. Find the Tickets section on the right sidebar 
3. Click +Add 
4. Fill out the required information, like ticket name, pipeline, and status
5. The ticket will automatically be associated with the contact or company you created the ticket on, but you can add additional associations at the bottom, too
6. When you are done, click Create or Create and add another to save

How to Create Tickets in HubSpot with Workflows

If you subscribe to HubSpot Service Hub Professional or Enterprise, you have access to automatically create tickets via workflows. Here’s how: 

1. Navigate to Automations, then Workflows 
2. Click the orange Create workflows button in the upper right corner
3. Add your enrollment trigger, such as a support form or request form 
4. Add the Create record action
5. Choose the Ticket object type 
6. Add the fields that are required, such as ticket name, ticket pipeline, and status. 
   • For ticket name, you’ll want to map that to fields used in the form. 
   • For ticket pipeline, you can use any of the pipelines you have in your account. 
   • For status, you’ll likely want to use New. 
7. If you want to automatically assign the owner for the ticket, you can click Assign to and choose an option from the dropdown menu: 
   • Existing owner 
   • Specific owner 
   • No one 
8. Click save 
9. Review your workflow 
10. Click on review and publish 
11. Click Turn on when you are ready to make the workflow live

Need Help with HubSpot Service Hub? 

Hivehouse Digital is a HubSpot Partner Agency that can help you make the most of your account. Whether you need help learning how to use Service Hub, need help setting up Service Hub inboxes, or need help with Marketing and Sales Hub too, we’re here to help.

Set up an intro call to learn more about our HubSpot services, or get started with a HubSpot audit.